Digital Customer Experience Expert
4 days ago
We are seeking a skilled Digital Customer Experience Expert to join our team. As a Digital Customer Experience Expert, you will be responsible for providing technical assistance to our customers and end-users in a digital environment.
About the Role
As a Digital Customer Experience Expert, you will work closely with our technical teams to resolve customer inquiries and issues in a timely and professional manner. Your excellent communication skills and problem-solving abilities will enable you to provide clear and concise solutions to our customers' needs.
Responsibilities
- Providing first level support for software and hardware incidents and service requests for Apple, Windows, and Google environments via multiple channels (e.g., by telephone, email, chat, self-service portal, ticketing application, etc.).
- Learning and sharing knowledge in different forms, from contributing articles in the Knowledge Database to delivering trainings or facilitating forums.
- Representing the End Users' needs and issues, escalating situations as required.
- Keeping them informed on the status of their request and guiding for their best satisfaction and productivity.
Requirements
- University education, preferably in IT or a related discipline, and fluency in English and Mandarin.
- Fresh graduates or 3-4 years of broad-ranging experience in a call center, help desk, or IT desk side support environment.
- Preferably, an ITIL v4 Foundation Course certificate or similar.
- Experience with Apple and Microsoft operating systems and devices, Google suite, Microsoft Office products, SAP, SharePoint, corporate wired/wireless networks, and video conferencing systems, and at least one ticket tool (e.g., HP Service Manager, ServiceNow).
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